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Introduction

One of the issues I have run into at our office is the problem with having constant attachments on the helpdesk emails due to signature icons. There have been some really nice solutions that I seen like:

And there are a few others that you can schedule a task manager to clean up the database every so often to remove the attachments. My problem is by then, users have already received emails with 3 to 5 attachment comments in their email followed by the actual message.

I didn't want to deal with the database so I figured on just tinkering with what the email ticket should display via the email template.

Steps
(5 total)

1

Sample of the Current Problem

Here is an image showing the problem that was occurring.

2

Edit Email Template

I went into "Settings", "Help Desk Settings", and clicked "View/Edit" to view the current email template. I would then copy the code and paste in a text editor (I like notepad++).

3

Search for the comments section

Do a search for the following comment in the code:
{% for comment in ticket.previous_comments %}

and replace with the following lines:
-------------------------------------------------------------------------------------------------------

After pasting the code. Look for {% endfor %} (it should be just a couple of lines down) and replace it with:
-------------------------------------------------------------------------------------------------------
{% endif %}
{% endfor %}
-------------------------------------------------------------------------------------------------------

What is this doing?
We are creating a variable for the keyword "Attachment:" and running an if statement to only proceed with posting the comment if it is NOT an attachment comment.

4

Copy Back Into SpiceWorks

Replace the original code in SpiceWorks with the new code and then send yourself an email preview with a ticket you know would show attachments.

NOTE: It looks like you do not have to save the new template to let the preview take affect. At least it worked for me.

5

Check Preview

If the preview emailed out, the email should not show any "Attachment:" comments. Save the new template.

Conclusion

With the edits made, it has made it much easier for our users to read through the ticket history and decreased the chance of missing something important.